700 results found
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Real-Time Queue Status Visibility for Agents
Description:
Feature Request: Enable agents to view the real-time status of other agents in the queue.
Purpose: To ensure continuous phone coverage and allow agents to make informed decisions about logging in or out of the queue.
Details:
Visibility: Agents should be able to see the number of colleagues currently logged into the queue.
Status Indicators: Include clear indicators such as "Logged In," "Logged Out," "On Call," etc.
Real-Time Updates: Ensure the status is updated in real-time to reflect the current situation.
Accessibility: Make this feature accessible through the RingCentral app and desktop interface.
Use Case: In a small office…88 votes -
Real Time Dashboard Updates
Currently the Dashboard is not updating constantly, and we are seeing many delays and lag. We would like to implement real-time updates on the Dashboard, having it refreshed more often (e.g.) every 5-10 seconds.
35 votes -
MVP & Max Launch As One
Currently MVP does not automatically launch, which causes the CRs to refuse a call. We would like to implement and have MVP launch as soon as you open Max. The two should work together as one. We should not have to log into two separate systems to get Ring Central running.
29 votes -
Answer Calls through MVP
The challenges we are having are the following: When receiving a call we are answering from the MVP. We would like to implement receiving call notifications through Max. Answer calls directly through Max’s interface. This adds control to answer the call, giving the CRs more time and avoiding calls from being sent to abandon queue.
28 votes -
Add Hold & Transfer Funcitonality to MVP
The challenges we are having are the following: We have to answer the call on the MVP, yet it does not allow us to place on hold or transfer from within the MVP. We would like to implement Hold and Transfer functionality in MVP. These are core features for your product, especially if it's related to communication, customer service, or call management
26 votes -
iOS app support
Requesting integration with existing Ring Central mobile app so it will be properly supported in iOS
9 votes -
Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.24 votes -
Use "document.title" to change Tab title in Google Chrome to automatically update to reflect the current status (ringCx
We would like the tab title in Google Chrome to automatically update to reflect the current status of our contact center solution. For example, if a contact center is 'Available,' the tab could say 'Available.' If the status changes to 'Lunch' the tab should change to 'Lunch'
This helps us quickly see the current status without needing to look at the main screen. Please implement a way for the webpage to dynamically change the tab's title based on status updates.
When status is changed the following event is logged. Please see har files attached as a text doc.
the event…
9 votes -
Allowing agents to solve digital interactions from folder view with a manual pull.
Currently the only way RC allows for a Digital Interaction (task) to be solved is if it's assigned to someone. Pulling a digital from the queue to complete it is possible, but when doing so there isn't an ability to remove it from the queue by closing it as solved. Therefore, the next available agent will get the digital that is already solved.
12 votes -
RingCX increase Decibels (dB)/Amplitude file "ringtone.wav
The Ring that plays when a call is received by RingCX on the website https://ringcx.ringcentral.com/ is too quiet. User are unable to hear the ring. We are asking that you increase the Decibels (dB) / Amplitude. On the “wav” file. The file name is “ringtone.wav”
Resource is located, "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
From the HAR files.
//"connectionId": "20832",
"initiator": {
"type": "other"
},
"priority": "Low",
"resourceType": "media",
"cache": {},
"connection": "443",
"request": {
"method": "GET",
"url": "https://ringcx.ringcentral.com/voice/agent/static/audio/ringtone.wav",
"httpVersion": "http/2.0",
"headers": [
{
"name": ":authority",
"value": "ringcx.ringcentral.com"//6 votes -
Feature Enhancement Request: Outbound Caller ID Controls for RingEX Users
We are requesting enhancements to the Outbound Caller ID functionality within the RingEX platform to provide more granular control and flexibility for administrators.
Enhancement 1: Restrict CCRN Usage by Default
By default, RingEX users should be restricted from selecting CCNR (Contact Center Registered Numbers) as their outbound caller ID.
Administrators should have the ability to explicitly grant access to specific users or groups who are allowed to use selected CCNRs.
This will prevent unintended use of CCNRs by non-RingCX users and ensure better caller ID governance and compliance.
Enhancement 2: Allow Multiple Caller IDs in User Setting Templates
Currently, the…
8 votes -
Managing the Do Not Disturb feature in the RingCentral app and Admin Portal
Bring back the option to manage DND of each users and to have it edited as well in the User Template. Article: https://support.ringcentral.com/article-v2/3770.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin
5 votes -
status no agent logged on by a hotline
if the status is no agent logged on by a hotline workflow, it would be good if the waiting time could be skipped and forwarded directly to an external destination, for example.
7 votes -
Clarify “Consult” Label During Transfers and Merges
Currently, when agents perform a transfer or merge in RingCentral MAX, the system displays the word “Consult” on the screen, even though the agent is not actually consulting. While this behavior is functioning as designed and correctly represents the agent’s call state, it can be confusing for agents who may interpret “Consult” as an action they must take. We are requesting consideration for a future enhancement to either remove or clarify the “Consult” label so that agents have a clearer understanding of their workflow during transfers and merges, improving usability and reducing potential confusion.
4 votes -
RingCentral University
RingCentral should provide a report within the Admin Portal that allows account administrators to track whether users have completed training in RingCentral University. This data should be easily accessible to help ensure user adoption and engagement.
6 votes -
Add country hierarchy for reporting
When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.
We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.
We do have country variables listed at ACD User level, so the data is definitely held in…
8 votes -
"One tap to join audio only from a smartphone"
Have an option to add multiple numbers for "One tap to join audio only from a smartphone" on RCV meeting invite.
3 votes -
Feature Enhancement Request: Simultaneous Ring Support for Multiple Concurrent Calls
Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.Current Limitation:
The current implementation of Simultaneous Ring only supports one active incoming call at a time.
When multiple calls arrive simultaneously, the system only rings agents for the first call.
The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.
Customer Use Case & Concern:
The customer’s main number is configured with Simultaneous Ring to multiple agents…
4 votes -
share dashboard
The request is the following one:
today we have an issue with the way to manage rights for sharing Dashboards.
Some persons who are allowed to create new dashboards share them with the value "Public".
The impact result is a security hole because:
- Everyone can see GDPR information (agent names)
- No possibility to stop sharing it if you're not the owner
- No possibility to erase the dashboard if you're not the ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…15 votes -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
4 votes
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